Skip to content
QwryAI
SupportDashboard
Documentation

Explore the documentation

Quick StartWelcome to QwryAI

Get started with QwryAI and discover how to build an AI support assistant trained on your business data.

Quick StartBuild Your First AI Agent

Create a support agent from your website, review its knowledge, and publish it to your site.

Quick StartBest Practices

Use these practices to improve answer quality, reduce failed handoffs, and keep your chatbot useful over time.

Quick StartResponse Quality

Improve how accurately and helpfully your chatbot answers customers.

AI Agent ManagementPlayground

Test and optimize your chatbot before deployment.

AI Agent ManagementData Sources

Add, train, and maintain the knowledge your agent uses to answer customer questions.

AI Agent ManagementDeploy

Add your chatbot to a website or ecommerce storefront.

AI Agent ManagementSettings

Choose the Copilot model, set a rate limit, and block spam and countries.

AI Agent ManagementEmail Settings

Configure email handoff and reply behavior for chatbot support workflows.

AI Agent ManagementLead Forms

Collect customer details directly inside the chat experience.

AI Agent ManagementIntegrations

Connect QwryAI with external platforms and business tools.

AI Agent ManagementDeveloper & Agent Access

Connect QwryAI to external AI tools, MCP clients, scripts, and CLI workflows.

AI Agent ManagementBackstage

Ask questions about your agent and workspace in a dedicated internal conversation.

AI Agent ManagementInstructions

Define your agent's behavior, guardrails, model, and response style.

AI Agent ManagementProcedures

Write a repeatable customer process with instructions, conditions, and actions.

AI Agent ManagementAction approvals

Review the exact input before an action performs a business write.

Tab to browse results Esc to close
Pages

Actions

Escalate to Human

Configure when the agent should ask for consent, collect details, and queue a human handoff.

View as MarkdownDocumentation index

Overview

The Escalations action defines how a conversation reaches the configured support destination. It combines selection instructions, customer confirmation, optional details collection, and channel availability.

Configure General

  1. Open Build → Actions and choose Escalations.
  2. Enter an Action name and review the Escalation destination shown for this workspace.
  3. Describe the requests that require a handoff in When to use.
  4. Describe the cases the AI should continue handling in When not to use.
  5. Review the confirmation and Playbook controls, then save and continue.

Handoff controls

ControlBehavior
Only use in PlaybooksMakes the action available to Playbooks while excluding it from general action selection and intent routing.
Confirm explicit requestsAsks for confirmation when the customer directly requests a human.
Confirm AI recommendationsRequires customer consent when the AI recommends a handoff.

Collect details

Use Details collection to decide whether the handoff needs customer information. Review each field's name, description, type, and required status. The initial configuration includes name, email, subject, and description. Use Skip when no details are needed for your flow.

Publish to channels

Choose at least one connected channel. With direct selection enabled, use Publish to make the configuration available. With Only use in Playbooks enabled, use Save for Playbooks and reference the action from the relevant procedure.

Verify the handoff

  • Test a direct request for a human and a request where the AI recommends escalation.
  • Check the enabled confirmation prompt and try both consent and cancellation.
  • Verify required details are collected before queueing.
  • Confirm the handoff reaches the configured support destination.
  • Have a support associate take over and verify the customer sees the expected reply.